Corine Lucero

Part time 12/2023 - 11/2025

Full time 11/ 2025 - current

• Provided exceptional customer service to enhance shopping experience.
• Maintained organized product displays to attract customer attention.
• Processed transactions accurately using point-of-sale systems.
• Developed promotional strategies to increase sales volume.
• Conducted inventories on a regular basis to track stock levels.
• Opened and closed cash registers by counting money, separating charge slips and balancing drawers.
• Placed special orders or called other stores to find desired items.
• Maintained records related to sales for store management.

• Streamlined contract processing from initiation to closure for nursing homes and ICFs.
• Ensured accurate documentation and tracking of contractual commitments throughout lifecycle.
• Facilitated communication between external parties regarding contract ownership changes and renewals.
• Managed development and implementation of contractual documents and related processes.
• Interpreted policies, procedures, and regulations in compliance with HHS guidelines and state policies.
• Provided guidance to internal stakeholders on contract interpretation and resolutions.
• Analyzed existing contracts to identify improvement areas or necessary modifications.
• Maintained precise documentation throughout procurement and materials management processes.

• Developed strategies to train staff on new technologies and processes, enhancing team capabilities.
• Developed, monitored, and evaluated program performance metrics.
• Identified and proposed opportunities for program expansion and replication, leveraging successful outcomes.
• Maintained up-to-date knowledge of relevant regulations and policies impacting program operations.
• Communicated program updates and information clearly and concisely to providers and stakeholders.
• Guided team members through complex role-related issues, improving clarity and collaboration.
• Consulted with supervisor concerning program contract problems and offered solutions.
• Created and maintained reports in Tulip and SharePoint, overseeing the NF ICF tracker for departmental workload.
• Monitor inbox for all ICF and Nursing facilities initials, change of ownerships, closures, return warrants, record requests, renewals, relocations, reactivation, stakeholder inquiries and vendor holds.
• Managed customer service inquiries professionally and promptly through phone calls and emails.
• Research, develop and evaluate administrative policies and procedures and to devise solutions to administrative problems.
• Assign work accordingly to contract manager staff.

• Provided exceptional customer service in call center environment while assisting clients with inquiries.
• Monitored and managed CSIL hotline for various community programs, ensuring timely client support.
• Assessed client needs and updated records in CSIL to reflect individual requirements accurately.
• Maintained accurate service records in compliance with HHSC policies and guidelines.
• Compiled reports and managed special projects to enhance operational efficiency.
• Reviewed cases in HEART and Tiers to verify applications and services as necessary.
• Responded to email and telephone messages within 24 hours to maintain communication standards.
• Trained new staff on policies and procedures to ensure adherence and consistency.

• Monitored and answered CSIL hotline for community programs: CLASS, MDCP, DBMD, Star Plus Home and Community Based Services (HCBS), ensuring individuals received appropriate services and updated records in CSIL as needed.
• Maintained accurate records of services provided according to HHSC policy and guidelines
• Managed special projects and compiled reports to support program operations and decision-making.
• Verified individual's application and services in Heart and TIERS and SASO.
• Review correspondence and documents required to meet program requirements.
• Respond to email and telephone messages within 24 hours as per policy guidelines on a daily basis, adhere to policies, procedures and guidelines to ensure consistent with policy and procedures.
• Work with limited supervision and work independently utilize effective judgment based off of policy for cases and assist co-workers and workloads.
• Trained new staff on policies and procedures, enhancing team knowledge and compliance.
• Knowledgeable of Medicaid Waiver Programs serving individual with intellectual or developmental disabilities.
• Referred individuals to other sources for assistance.
• Call center environment -Provide excellent customer service, take inbound calls assisting clients, assessed client needs.

• Delivered exceptional customer service in call center environment for long-term care facilities and hospice providers.
• Reviewed documentation for compliance with state and federal regulations.
• Maintained accurate records in case management systems for all claims handled.
• Served as subject matter expert for non-standard coverage questions, property damage, and collision.
• Processed and analyzed customer claims accurately, ensuring compliance with federal, state, and company regulations.
• Maintained detailed records of all communications with providers to support effective claim resolution.
• Utilized problem-solving techniques to resolve complex customer issues efficiently.
• Successfully handled escalated claims, prioritizing customer satisfaction throughout the process.
• Processed service authorizations in SASO and CARE according to provider submissions and program guidelines.
• Identified and resolved billing and form issues, escalating when necessary to adhere to policy guidelines.
• Assisted individuals and families with inquiries regarding personal needs allowance (PNA), troubleshooting delivery issues.

• Handled inbound calls for medical transportation requests, covering bus, cab, air, and reimbursement programs.
• Reviewed eligibility and processed reservations with attention to paperwork accuracy.
• Requested necessary documentation from medical providers for long-distance trip authorizations and reimbursements.
• Ensured timely receipt of all documents for authorization purposes.
• Developed comprehensive education program guidelines for service clarity.
• Collaborated as part of high-priority resolution team to address urgent issues.
• Managed complaint resolution by listening to individuals and documenting concerns in HART system.
• Coordinated with local organizations to enhance resources for prevention initiatives.

• Managed daily office operations, streamlining supply orders and coordinating equipment maintenance.
• Performed administrative duties for HHSC State of Texas Emergency Services Program 'ONA', supporting program efficiency.
• Resolved customer inquiries and complaints promptly, escalating complex issues to Ombudsman Office.
• Created organized filing systems, enhancing accuracy of record keeping.
• Prepared routine and non-routine correspondence efficiently.
• Screened correspondence, assigning documents to appropriate staff members.
• Trained staff on policies while ensuring adherence to updated procedures.
• Reported compliance with FEMA and state regulations as mandated.